plusnet, just don't do it

terribleape

Been stuck with them since October. my line was on an IP profile of 2500 at first, doing quite nicely for several weeks, speed matched what was expected, then one evening, boom, it starts to fall.

Reached an IP profile of 1500, they sent a bt engineer out, and still it fell.

Now stuck at an IP Profile of 1000, 1/2 of what I used to get with entanet, and all plusnet will say is its got to fall to less than 200 kbps before they'll raise another fault.

They're not even cheap anymore. Whats the use of having a CS department that may answer the phone, but won't deal with the problem.

aerostar

There can be a lot of reasons why your profile falls.

Have you got a DECT phone and or base unit, close to your modem ?, those can cause problems.

Do you switch your modem on and off/reboot within short periods to try and get it to synch faster, doing that tells the exchange that there is a problem, and it automatically reduces your profile.

Have you changed your filters ? have you got filters where you have other equipment plugged into extension sockets, telephones/skybox etc.

Is the cable from your socket to the modem clear of any electrical wire/power supplies ?

If you know how to look at your router stats, attenuation, signal noise post that here.

Is your master phone socket one with the split face ?, if so take that half off and plug the modem into the connector behind and see if that makes any difference.

If you know how to look at your router stats, attenuation, signal noise, post that here.

terribleape

aerostar wrote: »

There can be a lot of reasons why your profile falls.

Correct, but I haven't come here for suggestions, fault is with plusnet and on there side.

Theres lots of reasons why I shouldn't be on the phone for 40 minutes waiting for my call to be answered as well, and then finding out that the person hasn't even bothered to log the call.

Currently stuck at 400kbps, plusnet don't care as its above 200kbps, and I am not getting the service that was agreed when I signed up.

Seriously, they make talktalk look good.

TalkTalk

Hi terribleape,

Sorry to hear your having issues with your connection. stumbled upon your thread as "TT" was mentioned. It sounds like your on an IPstream service if so then the thresholds quoted by Plusnet are what is set by BT.

Any customers we have on IPstream are subjected to the same, for a 1Mb circuit BT wont consider a speed issue unless your getting 200k or less 400k if your on a 2Mb line

That said I appreciate your pain, it should be possible for them to move you to a 2mb circuit however if your on DSLmax and been auto profiled to what your getting it may be difficult to correct.

Not trying to poach you for TalkTalk however take a look at SamKnows.com and see what you should be getting for your line...

Stephen

terribleape

TalkTalk_Company_Representative wrote: »

Not trying to poach you for TalkTalk

LOL, that'll never hapen. I've done my time with talktalk and was glad to get out. Spending 45 minutes on hold with plusnet is free.

The speeds I got with you were double what I'm getting with plusnet though.

brewerdave

terribleape, have you tried posting on Plunet's own forum? I know you shouldn't have to, but many posters are commenting currently on "issues" with Plusnet C/Services.
Frequently their Digital Care dept get involved with these posts and get the problem progressed or sorted totally. I had an issue 18 months ago which was resolved instantly thru the forum.

bargainhunt_2010

I must say that we have Plusnet currently and the reason i have carried on is due to their good customer service. I had regular updates on SMS and email regarding the progress. try using broadbandspeedchecker.co.uk and then on results page have look what others are getting in your area, this helps to see if the speed relates to your area or just you. If its a recent problem others may have checked their speed on the same site as well!

hcmorley

I have had terrible trouble with Plusnet. My phone has been down for 3 1/2 weeks. I have emailed and phoned and they either don't reply, or their system is down, or they promise to ring back and dont. They appear to be utterly unwilling to help me, utterly indifferent to their appauling customer service, utterly disorganised, utterly uncaring. They don't log my calls, I have had to explain the nature of the problem many times over, several times they have rung me to congratulate themselves on fixing the problem when its not been fixed at all. They will tell me any old rubbish to get rid of me such as "you are now a priority" and the classic "it will be fixed in the next 24 hours" and the moronic "we cannot get hold of the engineers" which is a terrible thing to say when you are a "communications" company. Their "customer service reps" have only a basic grasp of the English language which doesn't help. Not only am I paying for a service I am not getting from them, I am also having to pay for the internet I am only occasionally able to access through another company, and Im paying for mobile calls. I rely on the broadband for my final year of study for a full time degree and have just really struggled to get my dissertation done without access to materials that I need. They make my blood actually boil in my veins but the don't give a stuff. They have no difficulties collecting my direct debit though!

Micky

I was thinking of moving to Plusnet ...

martin177

I have been with Plusnet for 7 years now with very few problems .Their customer service dept has been excellent.This past year I have noticed a few minor billing errors but they have ben corrected by email correspondance.I referred a friend who joined both their phone and broadband package but when they called for help setting their router they were on hold for an unacceptable 90 minutes!!!
I had been considering their phone service as well ,but I think they have gone downhill this past year.Maybe they are diverting their finances from customer service to TV advertising ?

Plusnet_company_representative

Sorry to hear of the problems you've been having. I'll be happy to get one of the team to take a look in to you issues and do what they can to get them resolved for you.

If you want me to take a look then just reply and post a ticket ID from your account so we can find it.

Regards,

Chris Parr